In what situation should FOH staff call a manager?

Calling a manager is appropriate in situations involving unresolved customer complaints because managers are equipped to handle more complex issues that may arise during service. Customers often expect a resolution that may exceed the authority or training of FOH staff, particularly if the complaint pertains to service quality, food issues, or other matters that could impact the dining experience. Managers are trained to handle these situations effectively and can often provide solutions, make decisions regarding refunds or discounts, and ensure that the customer's needs are addressed promptly. This proactive approach can help maintain customer satisfaction and uphold the restaurant's reputation.

The other scenarios do not typically necessitate involving a manager. For instance, staff can manage breaks among themselves without needing managerial input, taking orders is a standard part of their responsibilities, and cleaning the dining area is also a routine task that does not require managerial intervention.